Customer Success Operations Analyst - Somerville, MA

Vetjobs - Somerville, MA

Full-time - Mid Level

Somerville, MA

10,001+ employees

Personal and Laundry Services

About the position

At SmartBear, we deliver the complete visibility developers need to make each release better than the last. Our award-winning and industry-favorite tools such as TestComplete, Swagger, Cucumber, ReadyAPI, and Zephyr are trusted by over 16 million developers, testers, and software engineers at more than 32,000 organizations, including world-renowned innovators like Adobe, JetBlue, FedEx, and Microsoft. The Customer Success Operations Analyst plays a pivotal role in the operational and technical facets of customer success. This mid-level position involves managing day-to-day tasks related to monitoring customers, creating relevant metrics, optimizing internal systems, and leveraging product data to enhance customer-centric metrics. Reporting directly to the Director of GTM Analytics, the CS Operations Analyst collaborates closely with Customer Success Managers, Customer Adoption Engineers, Account Managers, and members of the R&D team to drive positive outcomes for clients. This is a pioneering role, requiring a self-motivated, problem-solving individual who can think creatively to develop innovative solutions. As a Customer Success Operations Analyst, you will be responsible for account metrics management, internal systems management, operational improvements, and product data analysis. You will calculate, monitor, manage, and report relevant account metrics and health scores for assigned clients, providing insights to inform decision-making and drive customer success initiatives. You will work cross-functionally for optimization of internal systems, ensuring alignment with business objectives and facilitating efficient workflows. Additionally, you will continuously review and enhance internal customer success operations, streamline cross-departmental processes, and drive collaborative projects to improve overall efficiency and effectiveness. Utilizing product usage data, you will identify trends and patterns, correlating product data with customer-centric metrics such as retention rates to drive informed decision-making and enhance customer success strategies.

Responsibilities

• Calculate, monitor, manage, and report relevant account metrics and health scores for assigned clients.
• Work cross-functionally for optimization of internal systems, ensuring alignment with business objectives.
• Continuously review and enhance internal customer success operations, streamline cross-departmental processes, and drive collaborative projects.
• Utilize product usage data to identify trends and patterns, correlating product data with customer-centric metrics.

Requirements

• Minimum 2 years of experience in Customer Success or related go-to-market fields, with demonstrated expertise in Operations or Technical roles.
• Proficient in analyzing metrics to identify trends, correlations, and opportunities for optimizing customer success strategies.
• Advanced reporting skills with the ability to communicate operational data effectively to cross-functional internal stakeholders.
• Strong proficiency in SQL for data querying and manipulation, with experience in Salesforce and Snowflake/Tableau being highly advantageous.
• Familiarity with data visualization tools like Tableau or Snowflake, with the ability to create compelling visualizations.

Nice-to-haves

• Relevant courses or training in Customer Success or related fields.
• Understanding of product usage data and its correlation with customer-centric metrics such as retention.

Benefits

• Career growth opportunities at every level.
• Encouragement to take birthdays off.
• Supportive People and Culture organization that values holistic team well-being.
• Celebration of diverse experiences, viewpoints, and identities.
• Commitment to ethical corporate practices and social responsibility.